Overall Satisfaction with Freshdesk
Having previously tried Hiver and Drag for a shared inbox (with Gmail), we moved to Freshdesk as an alternative to manage emails in a shared inbox. We soon realized that the additional features available on a ticketing system suited our use cases much better, and we now use it to manage multiple support channels, including email, social media messages and phone.
- Collaborative Inbox
- Automations
- Helpdesk system
- Search functionality
- Spam filter
- Faster average response times
We are using the individual Freshdesk and Freshcaller products, not the Omni setup. We've only set up limited information so far on the helpdesk, but we've found that the suggested articles don't always bear a strong correlation to the one being viewed. It would be helpful to set these manually, although this isn't possible, so the requirement for the AI to be good is higher, given that it's the only way that suggested / related articles are listed.
The plan levels and pricing were appropriate for our requirements, and the occasional agent feature was especially useful for us. We have a number of part-time staff, and paying for full licenses for each one would make Freshdesk or any alternatives very expensive for us as a small business. The occasional agent feature allows us to pay for just what we use for these staff, which makes it a much better value product for us.
Do you think Freshdesk delivers good value for the price?
Yes
Are you happy with Freshdesk's feature set?
Yes
Did Freshdesk live up to sales and marketing promises?
Yes
Did implementation of Freshdesk go as expected?
Yes
Would you buy Freshdesk again?
Yes
Freshdesk Feature Ratings
Using Freshdesk
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Organising Support Queries
- Drafting emails
- Searching for words / phrases
Yes - Easy to use, but doesn't support multiple account logins, so I have to carry 2 phones if I want to access both of my business accounts